Assistant Front Office Manager

Job Description

Job Description

ABOUT OUR ROLE

We are seeking a dynamic and guest-focused Assistant Front Office Manager. The Assistant Front Office Manager supports the Front Office Manager in overseeing daily front office operations, including guest arrival and departure experiences, front desk team leadership, guest service recovery, room assignments, and coordination with housekeeping and other operational departments. This role helps ensure every guest receives warm, efficient, and personalized service while maintaining company standards, operational procedures, and a smooth flow of communication across the property.

ABOUT OUR VALUES

We believe in guiding the adventure, saying yes to possibilities, and working together as one team. With excellence at our core and a touch of magic in every detail, we create experiences that are authentic, elevated, and unforgettable.

ESSENTIAL

FUNCTIONS

• Assist overseeing daily front office operations, including check-in, check-out, guest requests, reservations support, concierge coordination, and lobby presence.
• Serve as manager on duty for assigned shifts, supporting front deskagents,and resolving operational needs ina timelyand professional manner.
• Handle guest concerns, service recovery opportunities, and escalated situations with empathy, sound judgment, and a commitment to guest satisfaction.
• Review daily arrivals, departures, VIPs, special requests, room assignments, and guest profiles to ensure personalized and seamless service.
• Partner with housekeeping, maintenance, reservations, food and beverage, and other departments to coordinate room readiness, guest needs, and service follow-up.
• Train, coach, schedule, and support front office team members tomaintainconsistent service standards and efficient operations.
• Conduct pre-shift meetings to communicate occupancy, arrivals, departures, VIP details, service priorities, and operational updates.
• Monitor front office systems, cash handling, billing, credit procedures, key control, and guest records to ensure accuracy and compliance with company standards.
• Assist with room for inventory management, occupancy awareness, upselling opportunities, and daily operational reporting.
• Maintain a welcoming lobby and front desk environment that reflects the property’s service culture, cleanliness standards, and attention to detail.
• Support emergency procedures, safety protocols, and incident reporting as needed during assigned shifts.
• Act on behalf of the Front Office Manager when needed andassistwith departmental goals, team development, and continuous service improvement.

QUALIFICATIONS

• 2–4 years of hotel front office, guest services, or rooms division experience preferred, including supervisory or lead experience.
• Strong leadership, communication, problem-solving, and guest service recovery skills.
• Experience with hotel property management systems,reservationsprocesses, room assignments, and front desk procedures.
• Ability to coach, motivate, and support a team in a fast-paced, guest-facing environment.
• Strong attention to detail with the ability to manage cash handling, billing accuracy, guest records, and daily reports.
• Ability to communicate effectively with guests, team members, and cross-functional departments.
• Proficiency with Microsoft Office and comfort learning hospitality technology, digital guest tools, and reporting systems.
• Ability to work flexible hours including mornings, evenings, weekends, holidays, and peak occupancy periods.
• Self-motivated with the ability to work independently while partnering closely with operational departments.

PHYSICAL

REQUIREMENTS

• Ability to stand, walk, and remain active for extended periods while supporting front desk and lobby operations.
• Ability to lift, carry, or move items up to 25 pounds, including guest supplies, small packages, and office materials.
• Ability to bend, reach, sit, stand, and use computers, phones, and office equipment for extended periods.
• Ability to work in a fast-paced, guest-facing environment and respond quickly to operational and guest needs.

SCHEDULE

Hospitality demands a flexible schedule that may require extended hours as the business requires coverage including seasonality– on any day at any hour, including evenings, weekends, and holidays.

PAY RATE

$60,000 - 65,000

JOB STATUS

Regular, Full Time

FLSA

Exempt

EQUAL EMPLOYMENT OPPORTUNITY

Trailborn is an Equal Opportunity Employer. We celebrate diversity and are committed to fostering an inclusive and supportive workplace for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected status under applicable federal, state, or local laws.

If you require assistance or accommodation due to a disability, please inform us during your application process.

The specific statements shown in each section of this Job Description are not intended to be all inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job responsibilities/tasks may be modified and/or expanded over time without prior notice. The Company will try to give as much notice as practical when changes are made.